Every year, my wife and two adult daughters travel to NYC the week-end after Thanksgiving. And as such, I am the responsible person that makes (and most of the times pays for) the hotel accommodations for these past 16 years. I never look forward to picking them up at the airport when they return from NYC because the ride home always is sprinkled with criticisms they had with the hotel I chose, specifically the unresponsive hotel staff, the cleanliness of the room, the marginal performance of housekeeping, etc. Well, TODAY, the ride home from the airport with the girls was VERY different because they stayed at the Carlton. Enough could not be said about the overall experience at the hotel. In fact, when they got in the car, they chimed in, "BEST EVER'!
They proceeded to tell me that the front desk personnel were outstanding, housekeeping was unbelievably efficient and thorough and even the bell services they received was top notch. They could not say enough about what a wonderful stay that they had. Bottom line, it was the people of the Carlton that made the very big difference in their stay as they looked after all needs that my girls had during their stay. I was given orders that to make sure that their 2013 trip was at the Carlton.

The hotel was so so to me. The staff wasn't the friendliest- some were really nice though. Nice comfy hallways leading to the rooms. Very small rooms, but maybe that's to be expected for a NYC hotel. You don't get a lot for your money here. Internet was about $13 for 15 minutes!!! With what you pay for one night, it should be free. If you do stay here, ASK TO BE AWAY FROM MADISON AVE. SIDE BECAUSE OF LOUDDDDDDD CLUB ACROSS THE STREET, which made sleeping difficult. There were two altercations on two separate nights where the cops had to be called. I was given free breakfast passes at check-in which was nice, but it was complimentary, which I'm not a fan of.

Easy valet service at drop off, horrible at pickup. Reasonably priced valet for NYC. Front desk was nice, quick check in but all my requests never happened (i.e. extra towels never came since we had 4 guests in the room, only 2 were in the room when we arrived). We requested a rollaway but it didn't fit anywhere in the room. Rooms extremely small compared to Marriott. Outlet didn't work so we had dead cell phones. We called ahead for our car as instructed, still waited an hour + and decided to walk to the garage where they kept the cars rather than waiting another hour. It was clean but service was far from 5 star!

Our stay at this property lived up to my expectations with regards to it being a lovely property with clean and comfortable rooms. An added bonus indeed, however, was how it exceeded our expectations due to the outstanding team of staff here. From management down the employees were top notch due to their professionalism and friendliness. We truly had the sense that they appreciated their guests and liked what they were doing! Location is wonderful and ample room for luggage. The bathroom was small but very nicely furnished and maintained. Could use more glasses for drinking in the room and would have liked a "hot pot" for making tea/coffee in the room without having to call room service. We ate breakfast in the hotel restaurant- good food and again, highly professional and friendly restaurant staff. Would definitely stay here again.